Citi Command Center Distributed Operations Analyst in Costa Rica
Primary Location: Costa Rica
Education: Bachelor's Degree
Job Function: Technology
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17040594
The GCCS Analyst is an individual contributor support role in which experience in Distributed Systems (i.e. Wintel/UNIX service administration) is required. The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence.
Functional Role & Responsibilities:
Provide Tier I Technical Support for Citi’s global technology infrastructure.
Resolve simple, automated and scripted incidents
Execute or implement simple, automated and scripted changes or infrastructure requests
Perform highly effective monitoring in addition to event and fault management of the firm’s infrastructure and applications
Provide rapid response to all actionable alerts in order to execute within the CTI Command Center proactive based support model
Mitigate potential or current business impact by taking immediate action in response to monitoring alerts while operating within CTI Command Center standard procedures
Provide effective response when answering phone calls into the CTI Command Center Hotline. Serve as the entry point for incidents into the support incident lifecycle; this includes initial incident recording and classification.
Assist in coordinating conference calls to conduct in-depth technical reviews on on-going incidents and provide notifications to management and business clients regarding critical incidents
Recognize severe events as they occur through use of the monitoring tools and engage Command Center Management and Technical Support teams immediately upon awareness of severe technology degradation
Receive calls from internal clients or partners within CTI reporting business impacting high severity issues which require immediate engagement.
Record highly detailed incident descriptions inclusive of technical details and business impact into the Incident Recording system
Use the monitoring systems to provide the Command Center Management and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident
A Distributed analyst has the following general characteristics and experience:
• General computer knowledge
• Ability to utilize Microsoft Office
• Experience with MQ incident troubleshooting and resolution
• Ability to escalate issues
• Organizational skills
• Ability to answer phones and identify where to transfer
• Ability to create, assign and transfer tickets.
• Being very coachable
• Ability to triage issues
• Ability to monitor multiple screens
• Knowledge of jobs structure and batch scheduling concepts
• Ability to troubleshoot issues
• Ability to identify issues for further escalations
• Knowledge of Service Now, ability to transfer, close tickets